Customer Success & Retention Manager - Outbound

Responsibilities

• Owns the end-to-end customer experience for International’s Outbound businesses, developing processes, policies and new experiences that elevate the way we care for the customer
• Champions and orchestrates cross-functional process transformation initiatives to achieve roaming reliability (ie. issue resolution, customer handling and recovery) in collaboration with teams such as but not limited to Network, IT, Product, and Customer Experience Management
• Drives active roamer retention by leading the development and implementation of effective win-back programs & pursuing resolution of critical, persistent issues
• Takes ownership of NPS improvement - formulating actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs and KQIs
• Identifies opportunities for process optimization and efficiency gains in partnership with support groups
• Delivers consistent quality output across all c...